Called them a week before moving house, clearly stated I was moving New Year's Eve and wanted to close my account. They told me to ring up on the day of the move with my meter reading. Fine. Turns out that my meter, which has a digital screen, was faulty and I couldn't take a reading. Phoned them and their lines were closed New Year's Day - The day I TOLD THEM I was moving out on and they TOLD ME to ring up on. Bearing in mind too, that I was moving home and had no landline to call from so all of this was charged on my mobile phone. Went through to an emergency "help"line, explained the situation and the idiot said I needed another department and transferred me through. This line was CLOSED for New Year's Eve and I was cut off. I rang them back, got another "advisor" tried to explain what had just happened, and he interrupted me with his robotic security questions which I hadn't had to go through with the other advisor. Anyway, I answered them, phonetics and all, had to repeat all my answers about 3 times as he didn't understand (I am a native English teacher by the way and do happen to know my name and address). When he had "verified" who I was and taken a contact number, he then asked if it was a prepay meter. I said no. He said I needed another department and I said it's the one that's closed. Then, thinking he was actually going to be helpful, he said he'd contact an engineer to come and check on the meter and if available, they'd be there within 4 hours. "Great, finally something", I thought. He asked me to hold while he tried to contact an engineer (this is still being charged at mobile phone rates by the way 20.4p per minute to an (0)800 number). The phone cut out while I was waiting and I got no call back. The next day, New Year's Day, I couldn't do anything. I rang back on the 2nd and explained to a slightly more helpful advisor what had happened. He told me an engineer would come the next day and he *sigh* put me on hold to check on things. 15 MINUTES LATER and a very apologetic advisor explained that he could absolutely understand my frustration as he'd just tried to get through to all the right channels and no one seemed to want to help. He finally "sorted it out" and said that an engineer would come and I chose the 2pm-6pm slot as that was the earliest available. He said that I would need to be at the property (that I'd just moved out of) and I would get a phonecall to let me know the engineer was on his way. Again, just to get it sorted I agreed to give up a potential 4 hours of my time and travel to my old house just to get the meter read (apparently I neede to be there). So I thought this would be sorted. Following this call, I rang up the complaints line to complain about the service I received on the day I was moving out. They said they would go through the calls and, as I had an engineer booked for the next day, they'd call me back at 6:30. As I'm writing this, it is 6:40pm. No contact from the 2-6pm-engineer nor the complaints advisor (though she may call soon...) and I'm still stuck with an open account with them. While I still have an open gas account with them, I'm unable to get my deposit back from my landlord. I'm so disgusted with this level of customer service and recommend you to stay away.
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